Manager Service Support Specialists

1 week ago

Montreal, Quebec, Canada ADP Full time
_Are you ready to grow _your career _and lead a team at an _established, respected, global _company?_
- _Are you empathic to client needs, the people you lead, and internal partners to drive success?_
- _Are you looking for an inclusive environment with a culture of collaboration and belonging?_

If so, this may be an opportunity for you. Read on and decide for yourself.


In this role, you would be responsible for improving the knowledge of Service Representatives through Solution Specialists and the effective use of various communication and education methods.

Additionally, you would ensure processes are efficient and effective. Reporting to the manager will be MAS Service Product Specialists.


Every day, you'll leverage your leadership expertise to assist in establishing the direction of your team's daily activities, coaching and developing your team members, and creating an overall productive and enjoyable working environment for your team.

Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.

WHAT YOU'LL DO:

  • Responsibilities_
  • Develop a team of Solution Specialists to provide outstanding second level technical product support and education to front line associates using appropriate educational methods.
  • Provide leadership and direction to a team of Solution Specialists, including the setting of objectives and targets and the communication of achievements and results.
  • Establish and manage a formal education program for Solution Specialists.
  • Manage the design, production and modification of various technical and product instructional materials used within MAS Service Groups including documentation of processes to ensure knowledge is easily available to all associates.
  • Consult with management teams to identify knowledge and/or process gaps and ensure that resolution meets the business needs of all involved.
  • Make recommendations to MAS Management Team and/or Learning Services on training requirements.
  • Develop methods to track increased knowledge levels in the region.
  • Provide leadership and support on all aspects of yearend activities as they relate to Client Services needs.
  • Represent the MAS Team at product management meetings, providing feedback from clients and Associates to Product Managers and/or technology departments.
  • Working with other ADP functional groups and maintaining a global perspective, develop and document innovative and proactive solutions for client needs.

TO SUCCEED IN THIS ROLE:

_ _:

  • Required Qualifications_
  • At least
    five yearsof client service experience
  • At least
    three yearsof people leadership experience
A university degree is great but not required. What's more important is having the skills to do the job. Other relevant work experiences related to the above would be accepted.

BONUS POINTS FOR THESE:

  • Preferred Qualifications_
  • Thorough knowledge of ADP products and workflow
  • Experience with business process reviews and/or change management initiatives

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:


  • Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
-
Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
-
Continuously learn through ongoing training, development, and mentorship opportunities.
-
Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
-
Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
-
Join a company committed to giving back and generating a lasting, positive impact
upon the communities in which we work and live.

LI-MI2

LI-Hybrid

LI-Manager

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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